customer success lead
experience: 5+ years
job summary
We are looking for an experienced customer success lead to join our team. The ideal candidate will have 5+ years of experience in Customer Success, SaaS, HRIS, or ERP solutions, with a strong ability to build long-term client relationships, lead a customer success team, drive product adoption, and maximize customer satisfaction and retention.
responsibilities
- Lead, mentor, and develop the customer success team.
- Build and maintain strong relationships with enterprise clients.
- Manage the complete customer lifecycle, including onboarding, adoption, renewal, and retention.
- Drive customer engagement and ensure clients achieve maximum value from the product.
- Conduct regular business reviews and provide strategic recommendations.
- Handle customer escalations and ensure timely issue resolution.
- Collaborate with Sales, Product, Support, and Implementation teams.
- Identify upselling and cross-selling opportunities.
- Monitor customer health, retention, and satisfaction metrics.
- Analyze customer feedback and recommend product improvements.
- Prepare performance reports and customer success KPIs.
requirements
- Bachelor's degree in Business Administration, Information Systems, Human Resources, or a related field.
- 5+ years of experience in Customer Success, Account Management, or Client Success.
- Experience within the HRIS, ERP, SaaS, or Software industry is highly preferred.
- Previous experience leading a Customer Success team.
- Strong knowledge of customer onboarding, adoption, retention, and renewal strategies.
- Excellent communication, presentation, and stakeholder management skills.
- Experience using CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or Zoho CRM.
- Strong analytical, problem-solving, and leadership skills.
- Ability to manage multiple enterprise accounts and work in a fast-paced environment.
- Experience working with cross-functional teams to deliver exceptional customer experiences.
